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Prashanth Ambarish

Mobile: +91 7893789914


E-mail: prashanthambarish@gmail.com

CAREER OBJECTIVE

Aspiring to pursue Managerial Assignments in Operations, CRM with a


reputed organization in Banking / Financial Services / ITES industry.

PRECIS

• A Tenacious result oriented professional with 13 years experience in


Operations Management, Quality Assurance, Training and Team
leadership.
• Awarded as the Best Team player -‘VISA – Customer Excellence’
Award received from Mrs. Chanda Kochar in 2003 (Now, MD and
CEO).
• Challenge Loved: People Management, Conflict Management in particular.
• Nominated as a Project Manager (Hyderabad) for Debt. Service for
strategizing, Allocation of delinquent accounts and bringing uniformity
with the agencies dealt in Personal Loans an Small Ticket Personal
Loans. (2009) in association with Mckinsey and Company.
• Nominated to attend the All India Training Program for Managers –
Foundation of People Management and Leadership Mentoring program.

Assignments Till Date

Organization : ICICI Bank (Oct 00 – Till Date)

May 10 – Till Date :Under Writer, Debt Service Management, Hyderabad


• Underwriting the settlement transactions for Personal Loans and Small
Ticket Personal Loans.
• Process and Content improvement in the credit Underwriting.
• Highlight areas of non-compliance and Maintenance of TAT for qualitative
settlements.
• Scrutinize and sense scope for enhancement on the proposed amount of
settlement.

Nov 08 – Apr 10 :Debt. Service Management / Project Manager (Debt Service


Management, Hyderabad)
• Legal Activity for Personal Loans (Debt. Service)
• Strategizing Allocation of delinquent customers – Nominated as Project
Manager for Hyderabad for Personal Loans (Debt. Service)
• Vendor Management – Genpact Call centre, Handling Early Bucket
Collections ensuring decrease in Flow rates.

Nov 06 – Oct 08 :Team Manager, Operations (Non Voice Process, Hyderabad)

• Handling the PAN India Channel of Correspondence (Physical Letters) for


the Bank.
• A dedicated Team of 88 officers (6 Team Leaders) in actioning the Case
Interactions
• Interacting with the Business Intelligence Unit Heads of various Groups and with
RBI Ombudsman in handling Grievance issues.
• Escalation Management brought in ensuring increase in the Customer SAT ( FOCUS
– Feedback on Customer Service) scores.
• Co-ordination with the Legal department of the Bank in handling Legal cases.
• Reduction in TAT with increase in quality earning an appreciation in a FORUM meet
with RBI officials.

Sep 04 – Oct 06 :Team Manager, Operations (Voice Process, Hyderabad)


• Handling a Team Size of 120 agents, Leading 8 Team Leaders
• Managing operations and working in collaboration with Teams for excelling
business Targets and Service delivery Metrics of the Teams.
• Optimum utilization of resources for achievement of Organizational SLAs.
• Managing BCP team in Hyderabad for Mumbai office operations
• ‘Quick Fix Manager’- Requires Interaction with Channel Heads, Business
Intelligence Unit to ensure Service Level and Floor issues.
• Assessing and Analyzing Call Trends, preparing and compiling reports pertaining to
process, Customer Satisfaction activities, Productivity and accomplishment of
Targets.
• Planning Head Count based on Call volumes – Call Types expected to ensure SLAs.
• Pivotal Role in Migration of Core system of Vision Plus to CTL and CRM System
from Siebel to Finacle CRM.

Nov 03 – Aug 04 :Team Leader (Operations – Cards, Mumbai)


• Leading a Team Size of 15 agents.
• Mentoring, Motivating and Monitoring Team Members’ performance assessing their
Qualitative parameters and Average Handle Time ensuring efficiency in process
operations
• Sustaining a dynamic environment that fosters development opportunities
motivating higher performance amongst Team Members.
• Ensure contingency plans / flexibility in staff levels to manage workload in
adverse conditions (i.e. Unplanned sickness, leaves etc)
• Maintaining and Reporting MIS in terms of call metrics – AHT, Quality and
Adherence schedule.

Sep 02 – Oct 03 :Projects (Mumbai)


• Repeat Call Reduction: Drill down of Repeat Calls with Qualitative and
Statistical Data Analysis to ensure a ‘First Call Resolution’ in co-
ordination with Business Groups to ensure a) Improved Service Levels
b) Cost reduction c)Redefining Quality parameters - Output used for
inputs for training and Quality purposes leading to process
Improvement.
• IVR Simplification : Working with Business Development Groups ensuring
Increasing in customer authentications , Transaction Terminations
leading to Cost reduction.
• ISMS Auditor: Played a pivotal role in Fraud prevention and Compliance
Team in tracking down credit card related activities.
• A significant contributor to the BS7799,security management initiative
Oct 01 – Aug 02 :Escalations Service Manager (Mumbai)
• The ‘Buck stops with Me ’– Strive for every grievance call turned into a
delight.
• Managing Customer Expectations and enhancing customer relationship.
• Ensuring case closure in TAT, increase in Accuracy Scores, reduction in financial
losses leading to maintenance of SLAs.
• Investigation of Complaints and publishing ‘ Root Cause Analysis’ report to avoid
recurrence complaint of such nature.
• Making recommendations for process improvements in consultation with Channel
heads.

Oct 00 – Sep 01 :Customer Service Officer


• Delivering ‘WOW’ customer service, answering inbound calls on Credit
Card queries.
• Achieved quality levels set by the organization on each inbound call.

Organization : Satellite Ad Sales (Mumbai)

Jan 98 – Sep 00 :Business Development Executive


• Procuring advertisement slots in co-ordination with cable operators for
scroll bars during television shows.

Organization : Advantage-India Pvt. Ltd. (Mumbai)

November 1996– December 1997:Assistant Content Developer


• Acted as Assisting Content development for the site advantage-india.com
in the News and Muse section.
• Created modules for training purposes for the staff .

More about me: Love interacting with people, An avid cricket follower, Fun
Loving, Love Tweeting on Films (Avoid Tragedy!) and on political personalities,
Travelling, Watching Cartoons (A major stress buster),All kinds of Music..Do my
bit to people in need.

CONTACT INFO

Flat No. 301, Himalaya Towers, 3rd Floor, Maruthi Nagar, Dr. AS Rao Nagar,
Hyderabad – 500 062

ACADEMIC PROFILE

• MBA Symbiosis Pursuing


• B.COM Goa University, GOA 1996

Personal Details

• D.O.B : July 11, 1975


• Nationality : Indian
• Marital Status : Married
• Languages Fluent in : English, Hindi, Tamil (Can Comprehend Telugu)

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